.

You can depend on me

.You can trust me
Count On my

 Performance
 Attitude
 Responsibility
 Knowledge
Knowledge
 Perfect knowledge is must
- in and out of process
- on geography
- on convincing skills
Attitude
 Positive attitude is the power that drives you
to success
 Positive attitude is a tool for confidence
Responsibility
 Take a response for mentorship
 Take a response to give ideas
 Take a response to share your knowledge
Performance
 Every performer is an acting call coach
 Performance comes from
 Hard work
 Dedication
 Punctuality
 Confidence
FAME
If you have to extremely satisfy
members, just by doing sales does
not count
.Take responsibility to help members
.Go an extra mile to sort out issues,
disputes by yourself
.Building rapport is a must
Tips for better FAME scores
 Advice members to send feedback of
the call
 By sending message to the mobile
phone asking to send the feedback
Customer Experience Matters
 Provide members with solution paths
before they complain
 Fix problems before they occur
 Member Handling
 Handle Irate members
 Managing the Hard-to-Understand
member
 The confused Member
 The Aggressive member
 The Know-It-All member
 The Silent member
 Handle Irate members
 Don’t take things personally
 Listen
 Don’t Interrupt.
 Apologize blamelessly on behalf of the
company
 Offer to help
 Don’t lose your cool
 Use empathy
 Managing the Hard-to-
Understand member
 Inquire if there is anyone else you can
talk to
 Speak slowly and clearly.
 Paraphrase back to ensure that you
understand what the customer is saying
 The confused Member
 Offer more guidance.
 Keep your explanations simple and brief.
 Eliminate all technical language
 Be patient
 The Aggressive member
 Don’t argue.
 Use knowledge and facts
 Get straight to the point.
 Allow him/her to vent.
 The Know-It-All member
 Get straight down to business
 Let him/her know that you are aware of
his/her expertise and are willing to learn
from it.
 The Silent member
 Encourage talking by asking open-
ended questions
 Be patient
 Take a Few Extra Steps
 Show interest in participating in member
meet program
 Send mails related to resorts, distance
b/w places, place which has things to see
and do
 Socialize with your workmates
 How To Avoid Non
Availability Issues
 Prioritize rental inventories
 Cross-sell to a similar interesting
destination in place of non availability of a
requested destination or offer a close by to
a requested destination with couple of
nights hotel deals in a req. destination
 Explain why there is no availability, inform
the value & demand of the place compared
to the value and demand of the timeshare
owned.
 Avoid complaints/disputes
 Do what you commit to do and follow up.
 Be open and honest about the facts
 Once you commit to doing something,
do it as quickly as you can
 Don’t give assurance when you do not
know something or when you know its
not possible
 Give accurate information
 ME
NT ON
COU g ro w th
e
n e s s ri en c
b u s i x pe
tte r e r e
r b e s to m
 Fo te r cu
r be t i l i ty
 F o n s i b
e s p o e r
r r l a y
 Fo a m p
an c e
r a t e f o r m
 Fo r p e r
b e tte
 F o r